Terms & Conditions

These Terms & Conditions ("Terms") constitute a legally binding agreement between you and Dhanvantri ("we", "us", or "our") governing your access to and use of the Dhanvantri Hospital Management System (HMS) platform, including all associated websites, portals (admin, staff, patient), mobile applications, APIs, and services (collectively, the "Platform"). By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms.

If you do not agree to these Terms, you must not access or use the Platform. These Terms apply to all visitors, users, and others who access or use the Platform.

1. Definitions

• "Dhanvantri", "we", "us", "our" refers to the operator of the Platform.
• "Admin" or "Hospital Administrator" refers to a hospital administrator who registers and manages a hospital on the Platform.
• "Staff" refers to hospital employees (doctors, nurses, lab technicians, pharmacists, receptionists, etc.) given access by the Admin.
• "Patient" refers to an individual whose data is managed on the Platform by hospital staff, or who accesses the Patient Portal.
• "Hospital" refers to the healthcare facility, clinic, or medical establishment registered on the Platform by an Admin.
• "Subscription" refers to the paid plan that grants access to Platform features and modules for a specified duration.
• "Content" refers to all data, text, images, documents, files, communications, and other materials uploaded, entered, or transmitted through the Platform.
• "Services" refers to all features, functionalities, and capabilities provided through the Platform.

2. Account Registration

• To use the Platform, an Admin must register a hospital account by providing accurate and complete information.
• Each Admin is solely responsible for all activity under their account, including actions taken by Staff accounts they create and manage.
• You must keep your login credentials strictly confidential and must not share them with unauthorized individuals. Notify us immediately at support@dhanvantritech.com of any unauthorized access to your account.
• You must be at least 18 years old to register as an Admin or Staff user.
• We reserve the right to suspend, restrict, or terminate accounts that violate these Terms, involve fraudulent activity, or pose a security risk to the Platform or other users.
• You are responsible for maintaining the accuracy and completeness of your account information and for promptly updating it when changes occur.

3. Nature of the Platform

3.1 Software-as-a-Service (SaaS)

Dhanvantri is provided as a cloud-based SaaS platform for hospital and healthcare facility administration. The Platform provides tools for managing appointments, patient records, ward management, staff management, pharmacy operations, lab reports, billing, real-time communication, and other operational aspects of healthcare facility management.

3.2 Not a Medical Device or Clinical Tool

The Platform is an administrative and management tool ONLY. It is NOT a medical device, clinical decision support system, electronic health record (EHR) system, diagnostic tool, or a substitute for professional medical judgment as defined under any applicable medical device or healthcare regulation.

• The Platform does not provide medical advice, diagnoses, treatment recommendations, drug interaction alerts, clinical decision support, or any form of clinical guidance.
• All clinical and medical decisions are the sole responsibility of qualified, licensed healthcare professionals at the hospital.
• No doctor-patient, provider-patient, or therapeutic relationship is created between Dhanvantri and any patient through the use of the Platform.
• Dhanvantri does not verify, validate, or interpret any medical data entered on the Platform.

4. Subscription Plans & Payments

4.1 Plans

• The Platform offers various subscription plans with different features, module access, staff limits, and patient limits.
• A free trial may be available for new registrations with limited features and duration. The free trial does not create any obligation to subscribe.
• Plan details, pricing, and inclusions are displayed on the Platform and may change from time to time with reasonable notice to existing subscribers.

4.2 Payments

• Subscription payments are processed through Razorpay and/or other authorized payment gateways. By making a payment, you also agree to the payment processor's terms of service.
• All prices are listed in Indian Rupees (INR) unless otherwise specified.
• Subscriptions are billed upfront for the selected duration (monthly, quarterly, semi-annual, or annual).
• All fees are non-refundable except as expressly stated in our Refund Policy.
• We may offer upgrade/downgrade options with pro-rata adjustments.

4.3 Subscription Expiry

• When a subscription expires, access to premium features and gated modules will be restricted.
• Your data will be retained for up to 90 days to allow renewal. Prolonged inactivity beyond this period may result in data deletion after prior notice.
• It is your responsibility to renew your subscription before or promptly after expiry to ensure uninterrupted service.

5. Acceptable Use

You agree to use the Platform only for lawful purposes related to hospital/clinic management. You shall not:

• Use the Platform for any unlawful, fraudulent, deceptive, or malicious purpose.
• Attempt to gain unauthorized access to other hospitals' data, other user accounts, or any part of the Platform's infrastructure.
• Upload malicious code, viruses, trojans, worms, or any harmful content.
• Reverse engineer, decompile, disassemble, or attempt to extract the source code of the Platform.
• Use automated scripts, bots, or scrapers to access the Platform without our prior written consent.
• Share your account credentials with unauthorized individuals.
• Enter false, misleading, or fabricated patient data, medical records, or any other information.
• Use the Platform to store data unrelated to hospital/healthcare operations.
• Interfere with, disrupt, or overburden the Platform's servers, networks, or infrastructure.
• Circumvent, disable, or interfere with any security features or access controls.
• Sublicense, resell, rent, or commercially redistribute access to the Platform to any third party without prior written consent.
• Use the Platform to send unsolicited messages (spam) to patients or other users.

6. Hospital Data, Medical Responsibilities & Compliance

6.1 Data Ownership

• The Admin is the data controller for all hospital data, including patient records, entered on the Platform. Dhanvantri acts as a data processor providing the technical infrastructure.
• Hospital data entered by you remains your property. We claim no ownership over your data.
• You grant us a limited license to process your data solely for the purpose of providing, maintaining, and improving the Platform services.

6.2 Hospital Responsibilities

• The Admin is responsible for ensuring that patient data is collected, stored, and processed in compliance with applicable laws including but not limited to the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, applicable state healthcare regulations, and any guidelines issued by the Medical Council of India or relevant medical regulatory bodies.
• The Admin must obtain all necessary, informed, and verifiable consents from patients before entering their data on the Platform.
• We provide the tools to manage data; the accuracy, completeness, and legality of data entered is the sole responsibility of the hospital.
• The hospital is solely responsible for all clinical decisions, medical judgments, treatment plans, diagnoses, prescriptions, and patient care outcomes. Dhanvantri is not and shall not be held responsible for any medical decisions made using data stored on or retrieved from the Platform.
• The hospital must maintain all required professional licenses, insurance, and regulatory approvals for its operations. Dhanvantri is not responsible for ensuring the hospital's regulatory compliance.
• The Admin is responsible for training Staff on proper Platform usage, data entry practices, and data protection obligations.

6.3 Hospital Type Change & Data Deletion

The Platform allows hospital administrators to change the hospital type (e.g., from "Hospital" to "Clinic" or vice versa) through the admin settings panel. By confirming a hospital type change, the administrator acknowledges and agrees to the following:

• Changing the hospital type will trigger the immediate, permanent, and irreversible deletion (hard delete) of all data associated with features that are not available in the new hospital type. This includes, but is not limited to: appointments, lab reports, pharmacy/prescription records, invoices, patient medical documents, uploaded files and images stored on cloud storage (Amazon S3), and all related communication history.
• A confirmation dialog with a clear warning will be displayed before the change is executed. The administrator must explicitly confirm by selecting "Yes" to proceed.
• No backup, recovery, or restoration of the deleted data is possible after confirmation. The deletion is final and cannot be undone by Dhanvantri or the administrator.
• It is the administrator's sole responsibility to export, download, or otherwise back up any data they wish to retain before initiating a hospital type change.
• Dhanvantri shall not be held liable, responsible, or accountable for any data loss, business disruption, or damages of any kind resulting from a confirmed hospital type change. The administrator assumes full responsibility for this action.
• The hospital type change and its associated data deletion are logged for audit purposes.

6.4 Bin / Trash (Soft-Deleted Data)

The Platform provides a Bin (Trash) feature for managing deleted records. By using this feature, the administrator acknowledges and agrees to the following:

• When records (such as patients, appointments, staff, prescriptions, lab reports, or other data) are deleted through the Platform, they are moved to the Bin rather than being immediately permanently deleted.
• Records in the Bin are retained for a limited period (as defined by the Platform's current retention policy) during which an authorized administrator may restore them.
• After the retention period expires, records in the Bin are automatically and permanently deleted, including any associated files stored on cloud storage (Amazon S3). This deletion is irreversible.
• Once a record is permanently deleted from the Bin, no recovery, restoration, or retrieval is possible by Dhanvantri or the administrator.
• It is the administrator's sole responsibility to review the Bin periodically and restore any records deleted in error before the retention period expires.
• Dhanvantri shall not be held liable for any data loss resulting from the automatic permanent deletion of records from the Bin after the retention period.

6.5 Patient Data Retention Limitation

Patient records and associated medical data are not stored permanently on the Platform. By using the Platform, the administrator acknowledges and agrees to the following:

• Patient data (including appointments, prescriptions, lab reports, procedures, medical documents, uploaded files and images, and communication history) is retained for a maximum period as determined by the Platform's data retention policy, currently up to 7 (seven) years from the date of the patient's last recorded activity or interaction with the hospital on the Platform.
• After this retention period, inactive patient records and all associated data may be automatically and permanently removed from the Platform, including from cloud storage (Amazon S3), without prior individual notice.
• The 7-year retention period is based on general medical record-keeping practices and may be adjusted by Dhanvantri from time to time. Any changes to the retention period will be communicated to active subscribers with reasonable notice.
• If specific patient data is required to be retained for longer periods due to legal, regulatory, or medical record-keeping obligations under applicable Indian laws, the hospital administrator is solely responsible for exporting, downloading, and maintaining such records independently outside the Platform.
• Dhanvantri shall not be held liable, responsible, or accountable for the removal of patient data after the retention period has expired, or for any consequences arising from the hospital's failure to independently retain required records.

7. Intellectual Property

• The Platform, including its design, architecture, source code, user interface, logos, trademarks, branding, features, documentation, and all related materials, is the exclusive intellectual property of Dhanvantri and is protected by applicable intellectual property laws.
• Your subscription grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to use the Platform for your hospital's internal operations during the active subscription period.
• You may not copy, modify, distribute, sell, lease, sublicense, or create derivative works based on the Platform.
• Hospital data entered by you remains your property. We claim no ownership over your data.
• Any feedback, suggestions, or ideas you provide about the Platform may be used by us for improvement purposes without obligation of compensation or attribution.

8. Digital Consent Forms & Electronic Signatures

• The Platform enables hospitals to create, manage, and store digital consent forms with electronic signatures from patients, doctors, and witnesses.
• Electronic signatures collected through the Platform are stored digitally as part of the consent record. Dhanvantri does not guarantee, certify, or warrant the legal validity, enforceability, or admissibility of electronic signatures under the Information Technology Act, 2000, the Indian Evidence Act, 1872, or any other applicable law or regulation.
• It is the hospital's sole responsibility to ensure that their consent collection processes, forms, and procedures comply with all applicable legal, regulatory, and professional standards.
• Dhanvantri does not independently verify the identity, authority, or capacity of the person providing an electronic signature. Identity verification is entirely the hospital's responsibility.
• Consent records (including revoked consents) are retained on the Platform for audit and legal purposes. Consent revocation does not automatically delete the consent record.

9. File Uploads & Storage Limitations

• All files uploaded to the Platform are stored on Amazon Web Services S3 (AWS S3) with private access controls and encryption at rest.
• File size limits: Profile photos and documents up to 5MB per file; chat attachments up to 10MB per file. Accepted formats include JPEG, PNG, WebP for images, and additionally PDF, DOC, DOCX for documents and chat attachments.
• Files are accessible only through time-limited presigned URLs generated for authenticated users. Direct public access is not permitted.
• Files are permanently deleted when their associated record is permanently deleted (e.g., patient deletion, account deletion, hospital type change, or Bin expiry).
• The Platform is not intended as a permanent file archival or backup service. Uploaded files are subject to the same retention policies as the records they are associated with. Hospital administrators must independently back up any critical files or medical documents.
• We reserve the right to modify file size limits, accepted formats, and storage policies with reasonable notice.

10. Staff Accounts & Termination

• Hospital administrators may create, modify, deactivate, and delete staff accounts at any time through the admin portal.
• Deleted staff accounts are moved to the Bin (soft delete) and can be restored during the retention period. After the retention period, staff accounts and their associated data (attendance, leave records, availability schedules) are permanently deleted.
• Patient record continuity: When a doctor or staff member is deleted, patient records, appointments, prescriptions, lab reports, and other medical data created by that staff member are not deleted. These records are retained as part of the patient's medical history. The hospital is responsible for reassigning patient care responsibilities.
• Deleted staff members lose all access to the Platform immediately upon deletion. It is the administrator's responsibility to ensure proper handover of patient care and operational duties before removing a staff account.

11. Patient Portal

• The Patient Portal is a subscription-based feature that allows patients to view their health records, appointments, prescriptions, and lab reports online. Availability depends on the hospital's subscription plan.
• Cross-hospital access: A patient registered at multiple hospitals on the Platform may see a list of all participating hospitals where their records exist upon logging into the Patient Portal. Each hospital's data remains strictly segregated and is not shared between hospitals.
• No patient-initiated deletion: Patients cannot independently delete their records through the Patient Portal. Deletion requests must be directed to the respective hospital administrator or to Dhanvantri support.
• Patient Portal access is provided via OTP-based verification. Patients are responsible for keeping their contact information (phone/email) up to date with the hospital to ensure continued access.
• The hospital administrator is responsible for ensuring that patients are informed about the availability and scope of the Patient Portal, including what data is visible and how it can be accessed.

12. Platform Administration (Super Admin)

Users acknowledge that Dhanvantri employs authorized internal administrators ("Super Admins") with elevated access for Platform operation and maintenance:

• Super Admins may access hospital data, subscription records, support tickets, and payment records solely for operational purposes including: technical support, dispute resolution, account deletion processing, subscription management, and Platform integrity maintenance.
• Super Admins do not routinely access or review patient medical data. Access is limited to operational necessity.
• In cases of Terms violations, suspected fraud, legal obligations, or approved deletion requests, Super Admins may suspend, restrict, or permanently delete hospital accounts and associated data.
• By using the Platform, you consent to this level of administrative access as necessary for Platform operation.

13. Notifications & Communications

• By registering on the Platform, you consent to receive essential transactional communications including: verification OTPs, password resets, subscription notifications, payment confirmations, support ticket updates, and critical system alerts. These cannot be opted out of while maintaining an active account.
• The Platform delivers real-time in-app notifications for operational events. These are part of core Platform functionality.
• We do not currently send promotional or marketing communications. If introduced in the future, they will require explicit opt-in consent and include an unsubscribe option.

14. Subscription Renewal & Expiry

• No Auto-Renewal: Subscriptions do not auto-renew. It is the administrator's sole responsibility to manually renew the subscription before or after expiry to ensure uninterrupted access to premium features.
• Upon subscription expiry, access to premium features and gated modules (such as appointments, lab reports, pharmacy, and patient portal) will be restricted. Core features (patient management, ward management) may remain available with limitations.
• Hospital data is retained for up to 90 days after subscription expiry to allow renewal. After 90 days without renewal, we reserve the right to permanently delete all associated hospital data after providing notice.
• Dhanvantri is not liable for any disruption, data loss, or operational impact resulting from the administrator's failure to renew the subscription in a timely manner.

15. Data Export & Portability

• The Platform currently offers limited data export capabilities. Certain records (such as invoices and documents) can be downloaded individually.
• Comprehensive bulk data export (CSV, Excel, or structured formats) is not currently available. We intend to introduce expanded data export features in future updates.
• For complete data export requests (for regulatory, legal, or migration purposes), contact us at support@dhanvantritech.com. We will make reasonable efforts to assist within a reasonable timeframe, subject to technical feasibility.
• Under applicable data protection laws (including the Digital Personal Data Protection Act, 2023), you may have the right to data portability. We will comply with valid requests in accordance with applicable law.
• You acknowledge that it is your responsibility to independently maintain backups of critical data. Dhanvantri is not a data backup or archival service.

16. Availability & Support

• We aim to keep the Platform available 24/7 but do not guarantee uninterrupted, error-free, or continuous access. The Platform may be temporarily unavailable due to scheduled maintenance, system updates, infrastructure issues, or circumstances beyond our reasonable control.
• We will make reasonable efforts to provide advance notice of scheduled maintenance that may cause significant downtime.
• Support is provided based on your subscription plan (email support for all plans, priority support for premium plans).
• We will make commercially reasonable efforts to resolve technical issues promptly but do not guarantee specific resolution timeframes.
• We reserve the right to modify, update, enhance, or discontinue any feature or functionality of the Platform at any time with reasonable notice.

17. Disclaimer of Warranties

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE.

To the maximum extent permitted by applicable law, we expressly disclaim all warranties, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
• Warranties that the Platform will be uninterrupted, timely, secure, or error-free.
• Warranties regarding the accuracy, reliability, or completeness of any data, content, or information on the Platform.
• Warranties that the Platform will meet your specific requirements or expectations.
• Warranties that defects or errors in the Platform will be corrected within any specific timeframe.
• Warranties that the Platform is suitable for any specific medical, clinical, regulatory, or legal purpose.

You acknowledge and agree that your use of the Platform is entirely at your own risk.

18. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• Dhanvantri, its directors, officers, employees, agents, partners, and affiliates shall NOT be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to damages for loss of profits, revenue, data, goodwill, business opportunities, or other intangible losses, arising from or related to your use of the Platform, regardless of the theory of liability.
• Our total aggregate liability for all claims arising from or related to these Terms or your use of the Platform shall not exceed the amount you actually paid to us in the 3 (three) months immediately preceding the event giving rise to the claim.
• Medical & Clinical Disclaimer: We are NOT responsible, liable, or accountable for any medical decisions, clinical outcomes, treatment results, patient harm, adverse health events, misdiagnoses, medication errors, delayed treatment, data entry errors by hospital staff, or any other medical or health-related consequences arising from the use of data stored on, entered into, retrieved from, or displayed by the Platform. All clinical decisions are the exclusive responsibility of qualified healthcare professionals.
• Data Accuracy: We are not responsible for the accuracy, completeness, or reliability of any data entered by users. The hospital and its staff are solely responsible for verifying all data.
• Third-Party Services: We are not liable for damages arising from third-party services integrated with the Platform, including payment gateways, cloud providers, or communication services.
• Data Loss: While we implement reasonable backup measures, we are not liable for data loss resulting from system failures, security incidents, user errors, or circumstances beyond our reasonable control. You should maintain your own backup of critical data.
• Internet & Connectivity: We are not liable for service interruptions, slow performance, or inaccessibility caused by internet connectivity issues, browser incompatibilities, device failures, or network infrastructure outside our control.

19. Indemnification

You agree to indemnify, defend, and hold harmless Dhanvantri, its directors, officers, employees, agents, partners, and affiliates from and against any and all claims, demands, damages, losses, costs, liabilities, and expenses (including reasonable legal fees) arising from or relating to:

• Your use of or access to the Platform.
• Your violation of these Terms or any applicable law or regulation.
• Your violation of any third-party rights, including privacy, intellectual property, or contractual rights.
• Any Content you upload, enter, or transmit through the Platform.
• Any medical decisions, clinical judgments, or patient care activities conducted using or in connection with the Platform.
• Any claims by patients, staff, regulatory bodies, or third parties arising from data entered or managed by you on the Platform.
• Your failure to comply with applicable data protection laws, healthcare regulations, or patient consent requirements.
• Any negligent, wrongful, or unlawful acts or omissions by you, your Staff, or anyone acting under your authority.

20. Confidentiality

• Both parties agree to keep confidential any non-public, proprietary information received from the other party, including business data, technical specifications, pricing information, and user data.
• Confidential information shall not be disclosed to third parties except as required by law, with prior written consent, or as necessary to provide the Platform services.
• This confidentiality obligation survives the termination of your subscription and these Terms.

21. Termination

21.1 Termination by You

• You may cancel your subscription at any time. Access continues until the end of the current billing period.
• You may request complete account deletion through the Platform or by contacting support. Deletion is processed within 5-7 business days and is irreversible.

21.2 Termination by Us

• We may suspend or terminate your account immediately and without notice if you materially violate these Terms, engage in fraudulent or illegal activity, pose a security risk, or fail to pay applicable fees.
• We may terminate your account with 30 days' prior written notice for any other reason.

21.3 Effect of Termination

• Upon termination, your right to access the Platform ceases immediately (or at the end of the billing period for voluntary cancellations).
• Your data will be retained for 90 days post-termination to allow potential reactivation, after which it may be permanently deleted.
• Provisions that by their nature should survive termination will survive, including: Intellectual Property, Limitation of Liability, Indemnification, Disclaimer of Warranties, Confidentiality, and Governing Law.
• Termination does not relieve you of any obligation to pay fees accrued prior to termination.

22. Force Majeure

Dhanvantri shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, acts of God, epidemics or pandemics, war, armed conflict, terrorism, riots, civil unrest, government actions or sanctions, regulatory changes, power failures, internet or telecommunications outages, cyberattacks (including DDoS attacks), infrastructure failures of third-party cloud providers, labor disputes, or any other force majeure event. During such events, our performance obligations shall be suspended for the duration of the event.

23. Modifications to Terms

We reserve the right to modify these Terms at any time. Updated Terms will be posted on this page with a revised "Last updated" date. For material changes that significantly affect your rights or obligations, we will provide notice through the Platform or via email to active subscribers at least 15 days before the changes take effect. Continued use of the Platform after the effective date of any changes constitutes acceptance of the new Terms. If you disagree with modified Terms, you must discontinue use and cancel your subscription.

24. Governing Law & Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of India, without regard to conflict of law principles.
• Before initiating formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation for a minimum period of 30 days.
• If negotiation fails, either party may refer the dispute to mediation administered by a mutually agreed mediator in Ahmedabad, Gujarat.
• Any disputes that cannot be resolved through negotiation or mediation shall be subject to the exclusive jurisdiction of the competent courts in Ahmedabad, Gujarat, India.
• Nothing in this clause prevents either party from seeking urgent injunctive or interim relief from a court of competent jurisdiction where necessary.

25. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent. The remaining provisions shall continue in full force and effect.

26. Waiver

The failure of Dhanvantri to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by Dhanvantri to be effective.

27. Assignment

You may not assign, transfer, or delegate your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to an affiliate or in connection with a merger, acquisition, or sale of assets.

28. Entire Agreement

These Terms, together with our Privacy Policy and Refund Policy (which are incorporated herein by reference), constitute the entire agreement between you and Dhanvantri regarding the Platform and supersede all prior agreements, communications, and understandings, whether written or oral.

29. Contact Us

For questions about these Terms, contact us at:

• Email: support@dhanvantritech.com
• Address: SG Highway, Ahmedabad, Gujarat 380015, India